8:00
BREAKFAST & REGISTRATION
9:00
WELCOME: THE CUSTOMER SUCCESS SECRET NOBODY TELLS YOU ABOUT
Guy Nirpaz, CEO, Totango
9:30
MORNING KEYNOTE: ENTER THE NEW CXO
Jeanne Bliss, Author of The Chief Customer Officer
10:00
CUSTOMER SUCCESS PLAYS
Josh Richau, Jive Software, Putting Customer Success in the Hands of the Customer
John Broady, thismoment, Taking the Guesswork Out of a New Product Launch
Alex Brower, Crittercism, Customer Success Applied Outside the Box
10:45
BREAK
11:00
CEO PANEL: FROM ONE NIGHT STAND TO LASTING CUSTOMER LOVE
Alex Wilhelm, Dan Finnigan, Guy Nirpaz, Bayard Winthrop
11:30
CUSTOMER SUCCESS PLAYS
Mark Fordham, Central Desktop, Moving Beyond Account Management to Customer Success
Brian Norusis, e-Builder, Using Product Insights to Drive ROI of Customer Success
12:00
CREATING A CUSTOMER SUCCESS BLUEPRINT
Tien Tzuo, CEO, Zuora
12:30
LUNCH
13:30
AFTERNOON WELCOME
Rhianna Collier, VP, SIIA Software Division
13:35
AFTERNOON KEYNOTE: CUSTOMER SUCCESS, I’M IN, NOW WHAT?
Kerry Bodine, Co-Author of Outside In
14:05
CUSTOMER SUCCESS PLAYS
John Lee, Kapost, Enabling Strategic Relationships
Harpreet Singh, CloudBees, In-product Growth Hacking to Increase Revenue
Omer Gotlieb, Totango, How To Have Fun In Customer Success
14:50
PRACTITIONER PANEL: WHY CUSTOMER SUCCESS: IS THIS A LEGITIMATE EXECUTIVE ROLE?
Bruce Cleveland, Nello Franco, Mike Grafham, Jon Herstein, Rahul Sachdev
15:30
BREAK
15:45
CUSTOMER SUCCESS PLAYS
Stephanie Schatz, Xamarin, Defining the Customer Journey
Amy Mustoe, SendGrid, Customer Success, Built for Self-Service
Ryan Engley, Unbounce, How Not to Grow a Customer Success Team in a Startup
16:30
ANALYST PANEL: CUSTOMER SUCCESS THROUGH AN OUTSIDER’S LENS
Kerry Bodine, Mikael Blaisdell, Christoph Janz, Denis Pombriant
17:00
CUSTOMER SUCCESS PLAYS
Chad Horenfeldt, Influitive, Customer Success vs Marketing: Friction to Win-Win
Ted Purcell, Clarizen, Onboarding Success: Start off right!
17:30
FIRESIDE CHAT: TURNING LOYAL USERS INTO PAYING CUSTOMERS
Phil Libin, CEO, Evernote
18:00
CUSTOMER SUCCESS HERO AWARDS RECEPTION